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Kathie HenryKathie Henry 

Invalid Activation Code

Purchased AVG Ultimate for up to 10 devices.  All of my devices are Apple Products.  I was succesful downloading and installing the product on my MacBook Pro but could not activate it.  The message stated it was an invalid code.  Received help from your Tech Support via remote access to my computer but he was also unsuccessful activating the product.  Was told the software had to be loaded into a Windows OS first and then I could add the Macs.  I don't have a device with Windows.  I'm suppose to receive an email with "next steps".  Haven't seen anything yet?????
Best Answer chosen by Kathie Henry
Balasubramanian SBalasubramanian S (Avast) 
Kathie, we realize the situation and acknowledge your refund request.
Your AVG Ultimate validity will start only when we register the code.
Since we have already escalated the case to concern team they would generate a code and send it to you via email as soon as possible.
You can use that code and activate the AVG product on Mac when you reach home from the vacation.
We appreciate your patience and understanding on this matter.

All Answers

Santhosh PannerselvamSanthosh Pannerselvam (AVG)
Hi Kathie,

We understand your concern.

As mentioned by our colleague, you have to register the code in a Windows device in order add the Mac device.

Our colleague has already escalated the case to the concerned team.

They will investigate the case and contact you as soon as possible.

Your patience is appreciated.
Kathie HenryKathie Henry
My patience is waning.  I am planning an extended vacation and will not have access to most of my devices for a period of time.  I need to get them ALL set up before I leave.  If this can't be fixed within the next 24 hours, I would like my money back so I can find a product that meets my needs.
Balasubramanian SBalasubramanian S (Avast) 
Kathie, we realize the situation and acknowledge your refund request.
Your AVG Ultimate validity will start only when we register the code.
Since we have already escalated the case to concern team they would generate a code and send it to you via email as soon as possible.
You can use that code and activate the AVG product on Mac when you reach home from the vacation.
We appreciate your patience and understanding on this matter.
This was selected as the best answer
Kathie HenryKathie Henry
Today is October 21st - it's been almost 2 weeks since I purchased AVG Ultimate and was unable to activate it due to your error.   I want a refund.  I am no longer interested in doing business with your company.  You were recommended by Consumer Reports and my purchse was via Amazon.  All three companies will be hearing from the Better Business Bureau if I do not recieve a total refund of my purchase within the next 24 hours. 
Priyanga SekarPriyanga Sekar (Sitel)
Kathie, we could see that our concern team has generated a new code and sent you an e-mail with complete installation instructions (to kathl****mick@gmail.com) on October 19, 2019. If the e-mail is not found in your inbox, do check your spam/junk folders as well. Thank you.
Kathie HenryKathie Henry
I checked them all before I sent the last request and I've checked them again.  I do not recognize the email address that you've cited above.  I really just want a refund.  If you can't even get an email address right, how do you expect me to feel secure about your ability to protect my devices?  If the email was actually sent, it went to the wrong address and was also 11 days after I requested your help with an activation code.  I WANT MY MONEY REFUNDED!!!!!
Sarath PriyanSarath Priyan (Sitel)
Thank you for writing back, Kathie.

I see that the generated activation code for AVG Ultimate has been sent to the email address which you have contacted via phone.

Now, I have sent the activation email to this email address kmhe*****0@gmail.com. Please check the email and we would like to offer technical assistance to install and activate the subscriptions.

If you still wish to have refund, we request you to contact the reseller where you purchased the code.
Kathie HenryKathie Henry
You sent an activation code for a one year subscription.  I purchased a 2 year subscription for up to 10 devices.  Amazon will not refund on downloaded purchases.  They clearly state that I must go to AVG for a refund.  I DON"T WANT YOUR PRODUCT.  YOUR CUSTOMER SERVICE IS ATROCIOUS.  YOU OFFER A 30 DAY MONEY BACK GUARANTY IF THE PRODUCT IS PURCHASED DIRECTLY FROM YOU BUT NOT IF PURCHASED VIA A THIRD PARTY.  AMAZON OFFERS NO GUARANTY PERIOD.  I'M IN THIS FOR $99.99 PLUS TAX FOR A TOTAL OF $107.11.  PLEASE WORK THIS OUT WITH AMAZON.  NEXT STOP IS THE BBB.  
Balasubramanian SBalasubramanian S (Avast) 
Kathie, we apologize for the information provided earlier.
Your AVG Ultimate Multi-device subscription is valid for 2 years and the expiry date is 18th October 2021.
For reseller purchase, we will not be able to process refund as there won't be a order reference created.
We appreciate your understanding on this matter.
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